Member Experience Optician

About XP Health

At XP Health, we're on a mission to revolutionize vision care through cutting-edge technology, including augmented reality, while ensuring a delightful and seamless user experience. We aim to make high-quality eye care accessible to everyone. Today, we are honored to serve over 3,000 clients, including several Fortune 500 logos and notable Silicon Valley companies. With passionate founders and a team that boasts deep expertise in the field, XP Health has driven efficient, best-in-class growth to date, and is hungry for more. 

We invite you to become part of our dynamic and diverse team, where unique perspectives meet unparalleled growth opportunities. With over $50M in funding raised, including our Series B round in early 2024, we’re positioned for exciting new challenges and impactful contributions to the healthcare landscape.

The Opportunity:

We’re looking for a Member Experience Optician to join our Member Experience team. This role is critical to delivering high trust, high touch care to our members and employer partners as XP Health continues to scale with intention and impact.

This role is ideal for someone who thrives in a dynamic environment, enjoys building relationships, and wants to grow alongside a rapidly scaling company.

📍 Location: Remote 

What You’ll Do

• Member Support and Optical Expertise
• Provide expert guidance to members on eyewear, lenses, and optical benefits across virtual and in-person settings.
• Take ownership of optical inquiries through Zendesk, Slack, and other support channels, resolving issues with clarity, care, and efficiency.
• Deliver personalized recommendations that reflect both clinical knowledge and member lifestyle needs.
• Proactively communicate order status updates and collaborate cross-functionally to resolve escalations.
• Order Management and Quality Assurance
• Manage end-to-end optical orders, including lens selection, order tracking, returns, and remakes.
• Ensure all optical transactions meet quality standards and align with company policies.
• Training and Team Enablement
• Support and mentor Tier 1 Member Experience agents by strengthening their optical knowledge and confidence.
• Contribute to training materials and best practices related to eyewear, member communication, and service excellence.
• White-Glove and VIP Service
• Conduct personalized virtual consultations for VIP members, delivering elevated, concierge-level support.
• Build long-term member relationships through thoughtful follow-up and seamless experiences.
• Continuous Improvement
• Maintain deep knowledge of XP Health products, services, and evolving optical offerings.
• Identify trends, gaps, and opportunities to improve member experience and operational efficiency.
• Share insights from field events and member interactions to inform internal teams.

What We’re Looking For

• Strong opticianry background with hands-on optical expertise
• ABO certified, or able to obtain within 6 months of hire
• Demonstrated experience engaging directly with customers, including confidence presenting to and speaking in front of groups
• Strong written and verbal communication skills, with a polished, professional presence
• Well-organized, with the ability to balance remote support work alongside in-person responsibilities
• A collaborative, team-oriented approach and the ability to partner effectively across departments
• Adaptability and comfort operating in a fast-paced, growing environment
• Reliable, high-speed internet connection with a minimum of 25 Mbps download and 25 Mbps upload speeds

Bonus Qualifications

• Experience with Zendesk, or other major ticketing CRM.
• Experience with startups is a plus.
• College degree is a plus.

CA Pay Range$28—$32 USD

Compensation & Benefits

We offer a competitive compensation package that includes salary, equity options, paid time off, bonuses, a 401K plan, and comprehensive benefits. We believe in taking care of our team members so they can focus on their work and personal development.

XP Health’s company values

• Members First: We put our members at the heart of everything we do, driving every decision with their needs in mind.
• Drive Impact: We are achievement-oriented, have an ownership mindset, transcend expectations, and focus on delivering excellence. We measure success by the impact we create.
• Innovate Boldly: We tap into our individual talents to challenge the status quo and pioneer courageous new ideas.
• Grow Together: We embrace curiosity, challenges, and continuous improvement while supporting each other’s growth. Mistakes are welcome; we learn, adapt, and move forward together.
• Lead with Kindness: We strive for excellence while remaining humble, empathetic, inclusive, and grounded.

Diversity & Inclusion Commitment

At XP Health, we are committed to fostering a diverse and inclusive workplace that reflects the communities we serve. We believe that a variety of perspectives and experiences contribute to innovation and success. We welcome applicants from all backgrounds, including racial and ethnic minorities, individuals with disabilities, veterans, and members of the LGBTQ+ community. 

Our goal is to create an environment where everyone feels valued, respected, and empowered to contribute their unique talents. We encourage all individuals who are passionate about our mission to make vision care more affordable, accessible, and convenient to apply, and join us in building a more inclusive future together.

Come join our fast-growing team to disrupt and recreate a better vision care experience from the ground up!

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